Extremely disappointed with this tracking service—still not functioning after multiple tests

We had an "early warning" system installed in our work vehicle in July. In August, the keys with the transmitter were accidentally taken 100km away, and we had to use spare keys an hour later. When the vehicle was driven, we expected a call from the company. Nothing. We waited two hours before contacting them ourselves, only to be met with a rude response: "You don’t understand how it works." After pushing back, they admitted it was a fault and claimed it was fixed. Today, with the transmitter still in another town, the vehicle was driven again, and once more, no contact from the company. We had to call them to complain, and their response was a dismissive, "That’s strange, we’ll have engineers look into it." No apology, no accountability. Paying for a service that doesn’t work is unacceptable, especially when we’re treated so poorly and made to feel at fault. We suggested testing the unit again, and they had the audacity to say we should call them before testing. What kind of test is that? It’s clear their system is unreliable. We’re demanding a refund for the period this defective product failed to work and are considering switching providers. It’s outrageous that a company can sell faulty equipment, blame the customer, and only admit their error after being pressed. We’re deeply frustrated with this system’s failure. If the vehicle had been ******, would they have blamed us for that too? This is a serious concern, and their lack of urgency is alarming.